Senior Technical Support Engineer

Our PurposeMastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.Title and SummarySenior Technical Support Engineer (QAE / Site Reliability)Job Title: Senior Technical Support Engineer, Priceless Platform (QAE / Site Reliability)OverviewCome talk to us, if you are interested in working with internal and external customers to troubleshoot technical issues. If you enjoy working in a high-growth, fast-paced startup like organization within Mastercard, we want to talk to you.The Priceless Platform was created by a Silicon Valley startup that Mastercard acquired. We are experiencing significant growth, and we are looking for a seasoned Technical Support Engineer in Europe, with experience in troubleshooting technical issues.An e-commerce like workflow platform, Priceless Platform is Mastercard's premium B2B2C platform. It delivers experiences and benefits to banks and partners globally, for their customers. Even after becoming part of Mastercard, we continue to run at high velocity, and drive impact. Our portfolio is expanding significantly, and we need to flawlessly execute to grow the business, while also designing and building for scale.RoleWe are looking for a Technical Support Engineer who can ensure customer satisfaction by providing prompt and comprehensive resolution of highly technical issues.The role requires a deep technical understanding of the Priceless Platform to provide accurate answers, enabling customers to effectively useAs this role is the heartbeat of the organization, our Technical Support Engineers must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to several stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and have an innate love of learning new technical solutions.This position will report to the manager in San Francisco, US.Take ownership of, investigate and resolve complex technical issues with a focus on maximizing customer satisfaction.This includes analyzing large datasets using our tools and debugging websites.Conduct troubleshooting sessions with internal and external customers.Effectively manage, triage and prioritize incoming tickets through our chat and support portal and communicate updates and results back to stakeholders.Actively participate in internal initiatives within the support organization.Creating runbooks, documentationMonitoring site stability metrics daily and providing reports as applicableYour background and experienceYou have strong experience as a technical support engineer, supporting websitesExperience with debugging websites on mobile and desktop.Excellent verbal and written communication skills in English, any other languages considered as an advantageAbility to understand front-end technologies such as HTML / CSS / PHP / JavaScript. Experience in reading and comprehending code is essential for this role.Familiarity with relational databases and ability to write SQL queries for data validation.Troubleshooting and problem-solving experience with REST API, front-end and back-end web technologiesA genuine desire to help customers and ensure their satisfaction with our products and services. Patience, empathy, and professionalism are key traits for success in this role.Excellent problem-solving and analytical skills with keen attention to detail.Proven and enthusiastic Cloud / AWS Engineering technical experienceEffective communication skills, both verbal and written, with strong relationship, collaborative, and organization skills.Proficiency in test automation tools and frameworks would be beneficial for the role (e.g. Playwright, Selenium WebDriver, Appium, TestNG, Junit, Cucumber etc.)Knowledge of software development lifecycle (SDLC) and agile methodologies.BonusSolid understanding of software testing methodologies, principles, and best practices.Experience with continuous integration and delivery (CI / CD) pipelines, version control systems (e.g., Git) and build tools (e.g., Jenkins, BitBucket).Self-motivated and able to work independently as well as in a team environment.Previous developer or QE experience is a plusEducationBachelor or Master's Degree in Computer Science or equivalentWho is Mastercard?Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that helps everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.CVs and applications should be submitted in English.Corporate Security ResponsibilityAll Activities Involving Access To Mastercard Assets, Information, And Networks Comes With An Inherent Risk To The Organization And, Therefore, It Is Expected That Every Person Working For, Or On Behalf Of, Mastercard Is Responsible For Information Security And Must :Abide by Mastercard's security policies and practices;Ensure the confidentiality and integrity of the information being accessed;Report any suspected information security violation or breach, andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.#J-18808-Ljbffr